On October 13, 2026, Lisa Bainham discussed a well-structured approach to dental team development, emphasizing its impact on patient experiences and team dynamics. The insights focus on how prioritizing the patient journey alongside team communication can transform practice culture and minimize complaints.
The first segment of the training day centers on the patient journey, which can be broken down into several stages: inquiry, arrival, treatment, checkout, and follow-up. While these stages are straightforward in theory, Bainham stresses the importance of examining them from the patient's perspective.
For those who often feel anxious during their visits, the experience can be daunting. Practices often have their own unique strengths—receptionists remembering patient preferences or nurses recognizing when a patient is nervous. Bainham notes that these moments of personalized care may not require additional funding, yet they are invaluable in creating a comforting environment.
Importantly, the patient experience should reflect warmth and attentiveness. Many exceptional customer interactions across any industry are characterized by being listened to, being welcomed, and receiving follow-up communications that demonstrate genuine care.
When procedures or communication falter, however, patients may experience what Bainham calls the “potholes” in their journey, including unclear appointment times or inadequate explanations about costs. These small failures can lead to dissatisfaction and potentially drive patients to seek care elsewhere. Bainham underscores that recognizing these hot spots is essential for enhancing patient retention.
The latter half of the development day delves into team communication and behaviors, which are critical even when a team well understands the patient journey. Here, Bainham highlights the different working styles within a practice—those who thrive on speed, those who focus on interpersonal relationships, those who maintain calm, and those who prioritize accuracy.
The key message is that these different styles are not weaknesses to be corrected; rather, they are unique strengths that can work in harmony if the team learns to communicate effectively. Misunderstandings arise not only during patient interactions but also within the team dynamic. A culture of support and understanding can alleviate the tension that may lead to resentment.
Bainham encourages teams to express their feelings directly rather than resorting to passive-aggressive comments, fostering a more collaborative atmosphere. This change in communication can ultimately lead to a more positive environment, which reflects in how the team interacts with patients.
The significance of addressing the patient journey before evaluating team dynamics is highlighted by Bainham. When teams understand how their interactions impact patient care, they can bridge the gap between how they treat each other and how they treat patients. Conflicts among team members can manifest as tension that patients inevitably sense.
Bainham concludes that there is no need for a separate focus on complaint handling; it is a natural byproduct of neglecting effective communication and the patient experience. Enhancing accountability, emotional intelligence, and team culture leads to better outcomes for both patients and staff.
Ultimately, investing in team development should not be viewed as simply an expense; rather, it's a foundational strategy for success in any dental practice. Bainham advocates for practices that value their teams, as these environment foster greater engagement and better patient care. When staff feel valued and supported, this positively influences their interactions with every patient they encounter.
By prioritizing team development and communication, dental practices can create lasting improvements that enhance the patient journey and build a more resilient team culture. For further insights and member benefits, visit the Association of Dental Administrators and Managers website.
Personalise this feed
Your specialty. Your sources. Your digest.
All set up in under 2 minutes.
Personalise this feed
Your specialty. Your sources. Your digest.
All set up in under 2 minutes.